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kenmore electric range racks collapse with any weight on them.

Kenmore Elite Electric range Model # 790. The racks in the lower oven fall down to the next level when I put anything slightly heavy on them. Like a dutch oven. When you pull out the racks to remove the food the rack collapses. The rack seems to be bendable.

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Kenmore , Ranges , Wall Ovens , Appliances
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29 Answers from these members:
Manage My Life
Hi everyone:

Thanks so much for the CPSC info--I have just filed a report. Hopefully this will get the proper attention and no one else will get hurt.
by Manage My Life
April 10th, 2013
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Manage My Life
I forgot to add, here is a way to determine manufacturer, if it helps:
appliance411.com/parts/sears.shtml
by Manage My Life
April 10th, 2013
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Manage My Life
Craig,
I would venture to guess that their legal representation would advise STRONGLY against any admissions, of any sort, on a public forum. Reporting "your concerns" doesn't admit any liability.

Sears doesn't manufacture Kenmore. Several other companies do. I do agree that Sears should be more interested, given that it is THEIR reputation, but I can understand that, as a middle-man, they can't speak for the manufacturer to you, and they can't speak for you to the manufacturer.

I will also file a complaint at CPSC.
by Manage My Life
April 10th, 2013
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Manage My Life
I agree sears should be working with those that have this issue. Afterall if they are willing to sell the product they should be a responsible party. BUT I also tend to eliminate the middle man also and if that is what Sears is then I will go higher up. I have also contacted the Consumer Product Saftey Commision. They have asked that I report the issue to their website on the report a product page. This is at cpsc.gov and can be found in the upper left corner. Even if Jenn Air or sears was willing to work with me I believe this is a serious Saftey issue. They called me this am and are asking that anyone that has had this issue to please report it.
by Manage My Life
April 10th, 2013
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Manage My Life
My oven is a Kenmore which is a Sears' brand. I'm glad you had such a good experience
by Manage My Life
April 10th, 2013
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Manage My Life
Note below what was posted a year ago by the Lyle, the Expert:

"I understand your safety concern. I have reported this issue to the product engineer."

To which I responded:

"Since you have reported the issue to the product engineer, I would like a public response on this site, please."

As yet there has been no response that I know of. Also I was blocked from joining this conversation and had to re-register with a new email address....hmmmm.
by Manage My Life
April 10th, 2013
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Manage My Life
Craig,
I would think it would boil down to how much one might want to beat their head against the wall, before moving forward and calling the manufacturer. Besides, warranties are usually with the manufacturer, NOT the seller.
by Manage My Life
April 10th, 2013
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Manage My Life
I think the point is that if Jenn Air has the integrity to admit and replace their error, what excuse does Sears have? Shouldn't they follow suit? We all know this is a safety issue with a defective product.. Perhaps because Teri had such a dangerous experience she got action but does that have to happen to get results with Sears?
by Manage My Life
April 10th, 2013
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Manage My Life
Sears only sold me the oven. Jenn Air is the maker, and they are who I feel is responsible, not Sears. And, for me, it had been several years, so I would not expect the store to honor a refund or replacement after all that time. I do, however, expect the oven to serve the purpose for which it was built. And, there tend to be laws supporting my expectations, regarding "merchantability of fitness for a particular purpose."
by Manage My Life
April 10th, 2013
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Manage My Life
Teri, could you tell me why you contacted Jenn Air? Thank you. I want to be sure to take the right steps. My call yesterday to sears did not help.
by Manage My Life
April 10th, 2013
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Manage My Life
Thank you for all your info Teri. I have started the call process and hopefully can move forward.
by Manage My Life
April 9th, 2013
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Manage My Life
I apologize. I forgot to come back here! I DID receive a brand new oven, in early February 2013. I paid $150 for the adminstrative fees. I chose not to make an issue with this fee as my original oven was purchased in late 2005. (The new stove delivery was delayed partially due to my being out of town for the holidays, and partially because my contact was out of work sick for several days)

Here is the timeline from notes I kept:

Jenn Air division
1-800-JENN-AIR (536-6247)

Monday, November 26, 2012
Lelani from TN. Very nice, took report, transferred me to “safety.”

Safety at Jenn Air
Arranged for unit to be looked at with no charge to me on November 27, 2012, by local repair, between 8 and 12.

Tuesday, November 27, 2012
Repair came out.
Initially, when he called in to Jenn Air, they said the racks were bent and to replace them. I pointed out that if they were bent, they wouldn't fit tightly into the other support positions, which they do. They told him to replace the racks with slightly larger racks, but then those wouldn't fit into the tighter positions. He realized I was right, measured everything and called them back.

He measured the racks at exactly 24 inches, with a metal, non bending ruler. The gap measurement between the supports measured more. Front gap was wider than back of stove, and positions 2 and 3 from the bottom up were the widest.

Once he called back and explained, they declared the oven unfixable. He spoke with Bob at Jenn Air tech support.

I then spent a couple of weeks playing phone tag with the safety department, but eventually picked a comparable oven, and it was eventually installed. I was charged $150 administrative fee, and I was able to select a local, trusted store to deliver and install the new oven.

I was friendly throughout, trusting that they would work with me, and they did.

I hope this helps someone else.
by Manage My Life
April 9th, 2013
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Manage My Life
I was wondering if there has been anything to come about of this? I have a Kenmore Range model 790 also. I too have the same issues of the oven racks collapsing. And of course I did not need to clean my oven the first year so this issue is now after the warranty time. My lower oven has rendered itself useless. I am so frustrated with Kenmore/sears.
by Manage My Life
April 9th, 2013
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Manage My Life
11/24/12: Two days ago, on Thanksgiving, the shelf collapsed while I was in the process of sliding the turkey back into the oven after basting. I received third degree burns on my hand, broke a toe, twisted my back, and have a large bruise on the front of one leg. Because I was bending over, I was off balance. I actually landed on the door of the oven. I have a Jenn Air, and I rarely use the oven, so mine is not an overuse issue, nor have I ever used the self clean function. This is clearly a design flaw. I intend to pursue this through consumer affairs and wherever else I am able. Please feel free to contact me if you can corroborate this issue, at teri at usborneopportunity dot com
by Manage My Life
November 24th, 2012
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Manage My Life
I had a similar experience with this oven. I complained to Sears on several occasions and filed a formal complaint with the Consumer Product Safety Commission. Sears responded to that complaint with some stock statement that they were "concerned about their product safety and safety of their customers...please call this 800 number so we can resolve your issue. When I called, I was hoping Sears would finally accept responsibility and fix my oven. Instead, they best they could offer was for me to pay for a repair tech to come to my home and assess. I could purchase an extended warranty which would help pay for some of the repairs or issue me a credit on a new oven. This item is definitely a defective product and Sears needs to stand behind it. I refuse to pay Sears any more money to fix their problem. I also refuse to ever purchase another appliance from Sears after this horrible ordeal. How can a consumer make an oven cavity expand??? It's all my fault?? The only way I would be satisfied is if Sears said: "I'm sorry... we will stand behind our product...we will make it right at no additional expense to you!" But, they won't do that. Something has indeed changed in the Sears management philosophy. I don't like it and I choose to show my displeasure.
by Manage My Life
August 26th, 2012
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Manage My Life
AGREE! I am still frustrated that I had to "buy" an extended warranty to cover this issue which should not occur. If I had cleaned my oven in the first year it probably would have happened much sooner. We don't use it a great deal, so therefore did not have to clean.
Then when you have phone reps indicate that it must be my fault for cleaning the oven while the racks where still inside is even more insane because:
a. I did remove them
b. Directions clearly state that it is okay to leave them in, as they are porcelain.

Inja is correct, this should be addressed publicly and not make us feel like it is a user issue! Take a proactive response please!
by Manage My Life
May 23rd, 2012
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Manage My Life
Since you have reported the issue to the product engineer, I would like a public response on this site, please.

This issue is nothing new, it has and continues to be reported again and again and again by powerless consumers who are thrown an "I know how you feel" crumb, and then directed to get it fixed at their OWN expense.with a one year warranty that will not guaranty it won't happen again. CONSUMERS DO NOT CAUSE LINERS TO BOW--this is a manufacturer's defect!!

I do not appreciate Sears trying to distance themselves from the problem by saying it was made by another company, e.g." Frigidaire made for Kenmore"--the buck stops with Sears, they sell it, they own it.

This is a manufacturer's defect and a safety issue. If automobiles are recalled in their thousands for "possible" future issues, this is realistic one. (Google the lady whose hot casserole fell or the turkey that dropped.)
by Manage My Life
May 23rd, 2012
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Lyle W
I understand your safety concern. I have reported this issue to the product engineer.
by Lyle W Earned 2,989 community points in Kenmore
May 22nd, 2012
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Manage My Life
This is a total cover-up and failure of Sears. Many people online are complaining about this; it is a manufacturer's defect as well as a safety issue that needs to be reported and recalled.
by Manage My Life
May 21st, 2012
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Lyle W
Hello Tom. That seems like a reasonable resolution even though it will still cost you some money. It is difficult to anticipate the exact cause of this problem. If you need more help, let us know.
by Lyle W Earned 2,989 community points in Kenmore
January 3rd, 2012
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Manage My Life
well, I called and signed up for what i was eligible for ($102) warranty. They asked if it worked properly (which of course it is assuming I don't want to use the middle rack.
I still think it should be covered by the manufacturer. The oven PROBABLY got too hot during the cleaning cycle? Well the user has no control over that.
by Manage My Life
January 3rd, 2012
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Lyle W
The $129 service call would probably be the flat rate labor fee for this repair. That flat rate fee would cover all of the technician's labor. Once the technician arrives and examines the range, the parts will need to be ordered. The entire bottom oven liner appears to cost around $120. If that is the part that is needed, then the repair will probably cost around $250 (about the same price as the service agreement that I mentioned in the above response). There is a chance that only one or 2 of the side panels for that cavity will be needed. That would reduce the cost of the repair slightly. I hope that this additional information helps. Reply with additional details if you need more assistance.
by Lyle W Earned 2,989 community points in Kenmore
January 3rd, 2012
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Manage My Life
Thanks again Lyle. I was on the phone trying to obtain an approx price to repair ( instead of paying $129 service call and then decide that I should replace the oven for less anyway) and they told me that they created a request for Managemylife. So I am actually waiting for an estimated cost. Any idea on the total cost?


Also I am on the phone, and if it is not working properly they require to fix it, then will sell me more warranty. As far a I know, it is working fine. Just wont hold a rack in then center of the oven.
by Manage My Life
January 3rd, 2012
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Lyle W
Actually, that range is manufactured for Kenmore by Frigidaire. The oven liner is available on that model and the part is not that expensive. It is a difficult repair that would need to be completed by a service technician. Since the range is outside of the 1 year manufacturer warranty period, that failure is not covered by the warranty. The failure was probably not caused by conducting the self clean cycle with the racks still in the oven. The metal in the side of that oven liner could have bowed due to the level of heat in the clean cycle. There could have been a defect in the metal or other factors that caused the failure. If you want to have the range repaired, you may consider calling Sears at 1-800-469-4663 and discussing a Service Smart Protection Agreement to cover this failure. That agreement would cover the cost of the repair and would cover the range for 1 year for any additional problems. An agent at that phone number can provide more details on that type of service agreement to cover this failure. If you need more help, let us know.
by Lyle W Earned 2,989 community points in Kenmore
January 3rd, 2012
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Manage My Life
thanks Lyle, I created a ticket/request with all of the details, and a Maestro directed me to this post.
I will post the entire model number, but my main frustration is that this should be covered by a warranty even after 3 years.

At first i was told that I used the self cleaning cycle with the racks in the oven. That is the only thing that should have caused this. While I did not do that, I did read the owners manual, where it said because I have porcealin coated racks, that I could do that if I wished.

The model number is 790.98033800

Of course I know that this was made by Whirlpool, as a person on the phone from Sears told me that I needed to speak with them regarding this Manufacturing flaw. No surprise that they will not help because it is tagged as a Kenmore Elite.
by Manage My Life
January 3rd, 2012
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Lyle W
Hello Tom. I understand your disappointment with this failure. The oven cavity would normally need to be replaced to fix this problem. That oven cavity is not always available as a replacement part. In some situations it is not able to be replaced as a repair in the customer's home. If the oven cavity can be replaced, the repair would probably cost around $300. I hope that this information helps. If you need more assistance, reply with additional details and the full model number of your range.
by Lyle W Earned 2,989 community points in Kenmore
January 3rd, 2012
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Manage My Life
Jolene
If you have any update on this problem, I would love to know the resolution. I have the same model and similar issue (the inside is warped). Racks stay on the top and bottom, but fall in the middle slots.

I can see that the oven liner is Warped, and would expect an "expert" to tell me the costs to repair. Extremely disappointed that this happens to such an expensive "high quality" product.
by Manage My Life
January 2nd, 2012
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Lyle W
The racks could be bowing and causing this problem if they are worn or damaged from previous heavy loads. If the upper oven racks are the same size as the lower oven racks, you can see if the rack is causing the problem by trying the upper rack in the lower oven. If the upper rack works properly in the lower oven then the rack that was being used in the lower oven is apparently bad. You can order a new one from the

Sears PartsDirect

website.

If the same problem happens with the upper oven rack when used in the lower oven, you could have a problem with the sides of the lower oven cavity being bowed or distorted. This type of problem would need to be examined and repaired by a service technician. Here is a link for the Sears Service website:

Sears Home Services

.

If you need more help with this problem, reply with additional details and the full model number of your Kenmore 790 range.
by Lyle W Earned 2,989 community points in Kenmore
December 3rd, 2010
Answered in 18 hours
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Manage My Life
The last thing you need to happen with all the holiday cooking is to have the oven racks collapse, especially when you are removing hot food. If you do need to replace the racks, an option is to click on the Sears Parts Direct link below and enter your oven model number. If after hearing from the expert, if you decide an expert technician would be helpful for repairs, an option is to visit Sears Home Services and use the scheduler. Hope this problem is corrected soon.
by Manage My Life
December 2nd, 2010
Answered in 10 minutes
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